Customer Service Adviser - British Counsel

Customer Service Adviser

Purpose of Job:

To ensure that a consistently excellent level of care is provided to internal and external customers in line with British Council corporate standards

Context and environment:

The Customer Service Adviser is the first point of contact for many of our customers and is a crucial representative of the British Council’s values, standards and quality of service.

Accountabilities, responsibilities and main duties:

The post holder will be accountable to Communications Manager for the successful delivery of specific customer services activities.

The postholder will be responsible for providing customer service and administration support to Marketing, Customer service, Communications, Examinations, Teaching, Programmes and Resources teams in BC Ethiopia.

All duties will be in line with our Equal Opportunities & Diversity, Child Protection, Environmental and other overarching corporate policies:

Specific duties will include

• Customer management:

·         Handling all first level enquiries

·         Receiving payment for exams and other services

·         Handling miscellaneous enquiries and referring the enquirer to appropriate bodies

·         Updating & maintaining standard responses and other information for enquiry handling

·         Forwarding all 2nd level enquiries to relevant colleagues and ensuring they are attended to within specified timelines

·         Carrying out all front of house duties

• Administration duties

·         Processing exams applications

·         Assisting in office administrative tasks related to recruitment, projects administration or as agreed in advance with Line Manager

·         Recording accurate statistics on enquiries received and dealt with

·         Collecting scorecard data

·         Systematically seeking and recording feedback from customers visiting the British Council premises.

• Ensuring that all customer service activities are consistent with key equal opportunities, child protection and diversity principles

• General support, including e.g.:

·         Maintaining contacts databases

·         Sending out exams, resources or programme’s related communications

Key relationships

Internal

• coordination and cooperation with other colleagues

• liaison with finance colleagues to ensure that all financial tasks are compliant with corporate standards

• general team working with colleagues across the directorate

External

Coordination and cooperation with counterparts in partner organisations

Other important features or requirements of the job

Customer Service work requires occasional work outside conditioned hours, for example in the evenings or at weekends.

Essential Behaviours

• Creating shared purpose (Essential)

• Connecting with others (More demanding)

• Working together (Essential)

• Being accountable (More demanding)

• Making it happen (More demanding)

• Shaping the future (Essential)

Knowledge & Skills

• Computer skills (Level 1)

• Communication skills (Level 2)

• Marketing and customer service (Level 1)

Experience

• Previous work experience in Customer Service

Qualifications

• University degree in any discipline (Essential)

Terms of employment—fixed term contract (6 months maternity cover)

A detailed job description for the post, application form and a definition guide for the competencies and generic skills can be obtained from our website at www.britishcouncil.org/africa  Only applications on the standard form will be accepted

All completed application forms and any accompanying documents must be submitted to the address below or to recruitment@et.britishcouncil.org  by 13 January 2013, 05:00pm.

Only short-listed candidates will be contacted.

Communication Manager

British Council

Comoros Street

P0 Box 1043

Tele +251 11 662 0388 ext 121

Addis Ababa

Ethiopia

British Council is an Equal Opportunities Employer and Encourages Applications from Suitably Qualified Female and Disabled Candidates